Ashley Furniture Industries, Inc.

Last time in my life I will buy from Ashley Furniture!! Went in last week to buy a bed.. They asked me if I wanted to apply for credit. The sales rep then led me to the direction of a kiosk so I can apply. I did the application and got approved, I then told the sales rep which bank approved me and for how much. At that point the sales rep took me to the back counter and the young lady back there finished up my application (so I thought). What she did was run my credit again instead of pulling up the application from the kiosk, when she knew I already applied and I even told her how much the computer screen said. At that point I didn't think nothing of it I did not know she ran my credit again. A week later in the mail I receive two credit cards from Ashley Furniture so now I have two credit lines with them two different accounts, so instead of being in debt a certain amount I am now in debt double that amount. If the young lady knew how to do her job and call the credit company to get the information that I had already put in the kiosk then I wouldn't be in this mess. Credit is essential and I feel like I've been screwed over big time. This is the second time I bought from Ashley Furniture and I have been screwed over from them. I will never trust this company again.

In 2012 I purchased a Durablend leather living room set, the first sofa and love seat had tears in the fabric and was not pieced together properly. They were taken back and replaced after a furniture repairman came to my residence and documented my complaint. In 2015 the replacement sofa and love seat began to flake small black pieces off. After the flaking began, large cracks began to develop and large pieces of bonded leather broke away from the backing. The product is cheaply made and now completely worthless. I will never buy a product from this company again.

Review: I paid $99.99 for IN HOME DELIVERY and ASSEMBLY INCLUDED for items Online from Ashley Furniture.

When they showed up with the specific furniture marked for In Home Delivery and Assembly included the dropped it off at the curb and left. They did not carry it in and assemble these items as the bill from the purchase says online.

They charged me online for this to be done and they do not want to refund this money as they did not do this work.Desired Settlement: Refund of my $99.99 charge for In Home Delivery and Assembly Included that they did not provide service for.

Business

Response:

Hello, Thank you for contacting Ashley Furniture Industries, Inc. We appreciate that you have notified us regarding Mr. [redacted]’ concerns. We take these matters seriously and want to ensure the proper steps are followed so a resolution can be reached in a timely manner. Mr. [redacted] purchased furniture from the Ashley Furniture’s website, www.ashleyfurniturehomestore.com. All decisions are made by their customer care department. I have taken the liberty of forwarding the information provided by the Revdex.com to the online customer care department, along with a request for them to investigate this matter further and contact Mr. [redacted] to discuss his/her options.If you have additional questions or concerns, please consider contacting the Customer Care department at ###-###-####. Sincerely, [redacted]Ashley Furniture Industries, Inc.Consumer Affairs Representative

Consumer

Response:

Review: Purchased bed and sectional sofa 2 weeks ago (11-12-13). Bed had came in but store failed to notify us and we only found out by calling them on 11-26-13 and sofa did not. They had stated on invoice that pickup would be 11-23-13. When I asked about sofa sectional, they said it would be another 2 weeks 12-8-13, before it would arrive. I contacted them again and said I wanted to cancel and sales person said that was fine as they did not know when sectional would come in for sure. then when I was transferred to store manager, he said there would be a 30% restock fee?? I asked how they could charge a restock fee for something not even shipped. He them stated sectional was on a truck in Wisconsin (4 hours from where I live) and that was why. Some how this sectional just materialize while I was talking to him but had no proof to show me. He then said it would be here sometime time the following week...maybe and not really sure of that. I cancelled order and was charged 30% for something not even shipped. Store manager just lied about the sectional to collect 30% restock fee. Talk to sales associated right before him and he checked and said he had no idea when sectional would ship as they didn't even have any in stock? This is a fraudulent store with dishonest people. It was my first time ever in an Ashley store and most definitely my last. I want my 30% back as there was no sectional to even ship nor restock! This store is a scam!Desired Settlement: I want my 30% back I was charged for a restock of furniture that wasn't even in the warehouse!

Business

Response:

Hello,

Review: After several attempts of working with Ashley furniture they refused to repair or replace defective of furniture that was located in our home.Desired Settlement: To receiver money back or the furniture to be replaced

Business

Response:

Hello,

Review: At the time of purchase, I was told by the representative I could get my furniture delivered any day of the week and I could choose what time I wanted it delivered. I specifically asked this question because of my work schedule. When I called to get my furniture delivered, I was told I could only get it delivered on weekdays and it would be an all-day time frame until the day prior when they would confirm a 4-hour time frame. I would have to pay extra to get it delivered on Saturday and they are not open on Sunday or Monday. I called emailed Ashley and a manager called me back and told me the same thing so I proceeded to schedule an appointment for a weekday. They called me the day before to secure a 4-hour time frame. The delivery guys called me an hour before they were supposed to show up to say they were at my house. I was still at work so I told them I would be about 30 minutes and they said they could not wait. I called Ashley Furniture to let them know about my situation and they said I would have to pay a re-delivery fee even though they showed up early. It has been almost 2 months now since I purchased my furniture and I have been on the phone with them multiple times trying to find a solution. If I had known it would be an issue to get it delivered I would not have made the purchase but the sales person was very reassuring that I could get it delivered when it was convenient for me. I tried to get a refund and they said I would have to pay a restocking fee of 30% and the rest would be issued with store credit. The verbal representation of delivery options by the sales person was not at all consistent with Ashley's policy and they are not willing to work with me on this issue.Desired Settlement: I would like Ashley to issue a refund for the full amount paid back to the credit card.

Business

Response:

Hello,

Review: My husband & I purchased a whole new living room set from Ashley Furniture at the end of January 2013, as we were moving into a house! The furniture was delivered the first week of February and we were very satisfied. About 3 Months after having the furniture, the Couch frame broke. The wood frame was sticking straight down in the carpet. We purchased a 5year warranty with our furniture when we purchased it. I called Ashley's customer service number where someone promptly scheduled a repair man to come take a look at our couch. The repair man was luckily able to repair it. A few months went by and ever since the first incident with our couch happened, it was never the same. I called customer service once again and complained about sinking into the couch when you sit down, as well as creeking noises. We also realized the arm of our loveseat was loose. The sent someone that came & picked up our loveseat and took it to the warehouse to be fixed. Another technician came to look at our couch and said that everything looked up to standard and that the creeking noises should go away. Again, a few months have gone by & I am still not satisfied with our furniture. It is only 7 months old & we are having all these problems & ware on it already??? I called customer service yet again & politely asked if there was any way that they would just replace the couch. The only thing they will do for me is replace the cushions, in which I didn't feel was good enough. The other night my husband and I realized our Lounge chair looked like it was leaning backwards. We lifted it up & found out that both the feet on the back had been pushed up into the frame of the lounge chair!!! At this point I have had it, I am so frustrated than ever before!!! I called customer service today October 11th and explained my situation yet again, at this point all I want is them to come pick up this furniture and to either give me a refund or allow me to pick out a different set. They woman I spoke with said that they won't do that.Desired Settlement: I would like to either be refunded, or allowed to pick a different living room set.

Business

Response:

Hello,

Thank you for contacting Ashley Furniture Industries, Inc. We appreciate that you have notified us regarding Ms. [redacted]’s situation. We take these matters seriously and want to ensure the proper steps are followed so a resolution can be reached in a timely manner.

Each authorized Ashley dealer and HomeStore is independently owned and operated. All warranties are handled at the retail level; therefore, I do not have information at our office regarding the status of Ms. [redacted]’s claim.

If Ms. [redacted] or the Revdex.com would like to reply to this email ([redacted]) with additional information, I would be happy to forward a request for service to the owners and/or managers of the store from whom she purchased. Please provide me with the name and location of the store where the furniture was purchased and the model and serial numbers of the items in question.

Thank you.

Ashley Furniture Industries, Inc.

Consumer Affairs Representative

Consumer

Response:

I would like to know what the correct location, Address, Phone Number I would need to get in contact with to have this resolved. I have researched locations & have been unsuccessful. This location must have some knowledge of who I need to contact to have this issue taken care of.

Thank you

Review: We purchased and paid cash for Ashley Furniture and received damaged goods, dining room chairs are damaged. Made several attempts to get this resolved but we are getting no where with Ashley on getting this issue resolved. We are seniors citizens and believe we are being deprived of Ashleys warranty and we even purchased the 5 year extended warranty from them. Please help! I never in my years ever dealt with a company so awful....Desired Settlement: We want our purchased product repaired or replace.

Consumer

Response:

Tell us why here...[redacted] phone [redacted]. Invoice #[redacted] dated August 26, 2015......item #[redacted] Hopstand Bar Stool Chairs damaged, loose and damaged seat cushions and loose seat cushions, attachment screws for cushions loose and will not secure cushions to chair frames....safety hazards!

Business

Response:

Hello,Thank you for contacting

Ashley Furniture Industries, Inc. We appreciate that you have notified us

regarding Ms. [redacted]’s concerns. We take these matters seriously and want to

ensure the proper steps are followed so a resolution can be reached in a timely

manner.Ms. [redacted] purchased

furniture from an Ashley Furniture HomeStore in [redacted]. Ashley Furniture

HomeStores and authorized dealers are independently owned and operated. All

decisions are made by the store that sold the product in question. I took the liberty of

forwarding the information provided by the Revdex.com to the corporate office for the Bel

Air store, along with a request for them to investigate this matter further and

contact Ms. [redacted] to discuss her options. If you have additional questions or concerns,

please consider contacting the [redacted] HomeStore Customer Care department at ###-###-####.Sincerely,[redacted]Ashley

Furniture Industries, Inc.Consumer

Affairs Representative

Review: Ashley Furniture refuses to honor its own warranty referring to its former retailer as "rent-to-own" contrary to proof that it had been paid in full

Hello,

I have sent Ashley Furniture the following information:

"Dear Sir/Madame

We have bought Ashley produced furniture around March 2010 from one of your dealers.

When we experienced problems with it in 2012, the dealer said they no longer work with Ashley, while Ashley said warranty requests have to go through the dealer.

Finally, our dealer provided us with the contact information after almost a year at the subject.

Please see attached the photo of break in the frame and photo of springs breaking regularly for the set, as well as the receipt for payment (the furniture was actually delivered about 3 months later)."

AF rep responded:

"Hello,

Could you please email me your address, phone # and the serial # from the defective unit? Also the name of the store that this was purchased from?

Thank You

Ashley Consumer Affairs"

And we gave them this information:

"my home address: [redacted] home

Series Name: [redacted] - Java

[redacted]"

and

"the name is [redacted]

the serial number for the defective frame is [redacted] and for the one with broken springs is [redacted].

In addition the console in the middle of them has detached bolt, but don't know where to look for serial number for that.

Thanks"

Further we got a letter in the mail from [redacted] that we "purchased furniture from a store specializing in rent-to-own merchandise" and therefore coverage does not apply to us.

I have responded via email with the following (no response so far and I don't believe I will get a reasonable response from them anymore):

"Hi, [redacted]

The store we bought it did not provide any "rent-to-own" merchandise services, at least did not try to promote those to us.

We chose our item from Ashley catalog PREPAID IN FULL for it and received the items in about 2 months.

The store claimed that they are authorized to sell your merchandise.

Please honor your warranty. If not, please notify me by email ..."Desired Settlement: The warranty service to be honored

Business

Response:

Hello,

Worst experience EVER!!!!!!!!!

Please save your time, money, and peace of mind by buying your furniture elsewhere!!!

Now, where do I begin?

We purchased a china cabinet for our living room from Ashley's about 2 yrs ago, and the product we received was much worse quality than expected/promised, but not too bad (though we do regret not refusing it and requesting a replacement of better quality). But that ship has sailed, fast forward to present. We have expended our home and now can use the living room as a dining room, for which we decided to buy a dining table and chairs that match our china cabinet. Went to Ashley's, really liked the design of the set and, prior to ordering, asked them if we should worry about quality because we were not completely happy with the china cabinet. They told us that we should have brought our concerns to them when the china cabinet was delivered to us and they would have taken care of us and assured that the quality of the dining set will be superb, just like the display model. The also offered us free delivery, so we ordered the furniture, per their claims that the quality would be great.

3 weeks later they delivered our furniture. We didn't have a chance to inspect it in depth, but found cracks in wood of the table's legs. They offered us 20% discount for the table, which we took, and the delivery guys left. On top of imperfections in table legs, 1 chair was in such bad condition they didn't even take it out of the truck and ordered a replacement for us.

Within the next 2 days we were able to take a really close look at the furniture and were VERY disappointed at the quality, which was much worse than the china cabinet. The tops of chair legs didn't touch the base of the cushions and were just hanging out, table pieces didn't match, etc., and these imperfections were DEFINITELY not natural wood imperfections, they were sloppy job, simple as that. We decided to return all the furniture because we didn't believe that, if we had them exchange it, they'd deliver better quality furniture. We just weren't ready to take a leap of faith in them again.

We called them and demanded that they accept all items and provide full refund (because if they were honest with us about the quality of their merchandise to begin with, we would not even have bothered ordering the furniture), in the nicest way possible. After numerous calls and emails with photos of furniture where the quality was super crappy, we said we would cover the cost of having the furniture picked up from our home ($100+tax) and they would not charge us the 15% restocking fee. A week goes by, and no one is calling us to schedule the pick up. Meanwhile, they still have our money. We call them and they eventually schedule the pick up. When the truck came to pick it up, one of the men came into our house and his 1st words were: "I bet it's the quality". He proceeded to tell us that they work for Ashley's specifically to pick up furniture from customers, full time, most of pick ups being due to sh-tty quality (his exact words). Funny to hear that from the Ashley's employee.

Over a week later, we receive the refund letter, and what would you know? The refund is short $215. I call them and they say that, per the notes on our account, at the time we agreed to accept the refund and return the furniture, we also agreed to cover the cost of the original delivery!!!!!!!!!!!! I firmly told her that no, we didn't agree to that, what we agreed to was covering $100 + tax for them to pick it up and under no circumstances are we going to agree to pay another $100 + tax for the delivery, which Ashley's covered per our initial agreement. She told me she'll have to talk to the rep who spoke with me in regards to the return. I am mesmerized!!!!!!!! We are already losing $108 on this transaction while getting nothing from it, but frustration, and they expect us to lose another $108 to pay for something they initially offered to pay for????? This is [redacted]!!! I am still in the midst of trying to get them to refund us the remaining $108 they owe us, and the rep is STILL talking to her supervisor, with no end to this in sight.

Please, please do not buy from Ashleys!!!!!!!!

Never buy anything from Ashley again. Bought furniture on 2/2/2014 in Dover Delaware. Was told we would receive a call when furniture was in and could come back to the store and pay for delivery if we wanted it. 3 weeks later No call. So I called the warehouse on 2/19/2014 and they said our furniture was in. My boyfriend then went to the Ashley store to pay the delivery fee and he was told you have to call the warehouse and pay it. He then left and called warehouse and they said no pay in store. He went back to the store and they kept saying no pay to warehouse. He then talked to the manager who got very rude with my boyfriend and ended up saying you have two choices: 1. Pay for delivery 2. Go pick up furniture your self. Which the whole time he was trying to pay delivery. We went into the store today 2/25/2014 to pay delivery fee. The lady called warehouse then and tried to set up a time to deliver. They can only deliver Monday-Friday and would only come to us in the morning. They couldn't give me an exact time just said sometime that day. My boyfriend works full time and I am in nursing school full time. Neither of us have time we can afford to take off. We ended up getting our delivery fee back and we really are fighting to get a refund even though they keep saying all sales are final yet we have received no furniture. We were so excited to get new furniture but now this has been the biggest nightmare ever!

Review: I submitted and credit application with your company the beginning of November and was denied first of all, however I love you merchandise I still chose to make a purchase, on November 16,2015 I made my online order for living room furniture. And completed my order with one of your c.s.r.confirmation #[redacted] and #[redacted]. my purchase was almost $3,000.00 it was exactly $2,693.77. And my mestler sofa/console table was dropped off at my back door, poor packaging, when we opened doors and shelves were cracked and or broken. I called the company I told the c.s.r that I paid cash for my merchandise, and it should not have been delivered to in that fashion, she to getba replacement I needed to put everything back in the package for them to pick it up. Wow I'm disabled and that wasn't going to happen . however she said she could send new doors and shelves for my table I agreed . and what do you know I never got them . Im totally dissatisfied with how my merchandise was handled, that was not a lawaway plan, and it certainly was not credit. I PAID CASH FOR THAT UP FRONT. I honestly feel like I should have shopped at one of the little hole in the wall furniture stores. To have paid less and gotten better service. That table alone was$254.99 [redacted]Desired Settlement: I wish to have a refund, replacement, repaired, or store credit for the cost of the table.

Business

Response:

Hello,Thank you for contacting

Ashley Furniture Industries, Inc. We appreciate that you have notified us

regarding Ms. [redacted]’s concerns. We take these matters seriously and want to

ensure the proper steps are followed so a resolution can be reached in a timely

manner.Ms. [redacted] purchased

furniture from the Ashley Furniture’s website, www.ashleyfurniturehomestore.com. All decisions are made by their customer care

department. I have taken the liberty

of forwarding the information provided by the Revdex.com to the online customer care department,

along with a request for them to investigate this matter further and contact

Ms. [redacted] to discuss his/her options. If you have additional questions or concerns,

please consider contacting the Customer Care department at ###-###-####.Sincerely,[redacted]Ashley

Furniture Industries, Inc.Consumer

Affairs RepresentativeTell us why here...

Consumer

Response:

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.

Regards,

Review: Ashley furniture delivered me a broken mattress. Now customer service keeps putting me off and will not exchange my mattress or refund me my money. Ashley Furniture is claiming no responsibility and that it is the manufacturers problem when in fact it was delivered in non working condition from the store.Desired Settlement: I would like an even exchange for a working mattress of equal value. Or a return.

Business

Response:

Hello,

Review: To whom this may concern: Invoice # [redacted]

I purchased furniture at Ashley Furniture address [redacted]. They delivered my items on 6-21-2014, and several items were damaged upon delivery. One item was a night stand that was returned and I still haven't received a replacement or a call back and the other one was a foot board that needs to be changed out. They insist on a technician coming out to repair my foot board. I bought the items new, they should of arrived new. I wont except touch up!

Also while installing my new furniture. Ashley furniture installer negligently popped open the sleeper sofa onto my brand new hardwood flooring. I watched him do this, and have it written down on their delivery receipt that they damaged my flooring. This is a brand new home that I didn't even move into yet. I was then referred to regency furniture by a Ms. [redacted] a store associate working a the [redacted] company. She stated on 6-21-2014 from about 10-11 am that Saturday that someone would be in contact and gave me a number also. So then I have sent multiple emails to regency furniture there apparent company. Mr. [redacted] @ ###-###-#### has failed to return most of my emails, or at a reasonable time call me back. This is unacceptable. He has even argued with me over the phone telling me how, his people are reviewing my complaint. He felt my estimate from my contractor is excessive, and he feels my floor needs to have someone look at it. Ok, so I have waitied to weeks with no call back for someone to come out to look. Mr. [redacted] has never called me back to ease the situation. I have been very patient with Ashley furniture's complaint department I have sent many emails to [redacted], even pictures of installer taking pictures of his negligence.Desired Settlement: I want Ashley furniture to fix my floor that they damaged. I also want my night stand and the foot board delivered that I paid for.

Business

Response:

Hello,

Review: On December 7th, my husband and I decided to stop by Ashley Furniture to look for a new bed. We were looking to buy a cheap queen mattress for our guest bedroom. We have been talking about buying a new mattress for ourselves as a result of our struggles to sleep, but originally only wanted to buy a bed for our guest room. Upon entering Ashley Furniture at [redacted] , [redacted], we were greeted by [redacted]. I told [redacted] that we were looking for a cheap queen mattress and she showed me what they had. While I was looking at Queen mattresses my husband was exploring the rest of the mattresses. After much discussion between my husband and I, we decided that a win win would be to buy ourselves a new bed and put our old bed in our guest bedroom. This is when [redacted] told us Ashley was offering 72 month financing on the mattresses. I explained I already had a credit account with Ashley which is why we were there. She said they could very easily look up my account and request a credit line extension; however, she couldn't tell me if it would have to re-pull my credit report to request the credit extension. Still unsure if it was what we wanted to do, I completed the information to request the credit increase and at this point put the form next to me and told her we wanted to discuss it further. Before I knew it she had disappeared with my personal information and requested a credit increase. They were unable to look up my line of credit because it had been so long since I had used the account. At this point I requested that [redacted] give my husband and I some privacy to see if this was what we wanted. As my husband and I were talking [redacted] interrupted us, and sat down to listen to our private conversation which I had requested she give us privacy for. She kept stating, it doesn't matter what the cost is because we aren't paying for it today, we have 72 months to pay it. We finally decided we wanted to make the purchase, but didn't want to go for the protection plan she discussed as an option. We had previously purchased protection plans on our couch purchased from Ashley and our current bed and hadn't used either. This is first moment she told us the protection plan was required for the 72 month financing and quoted us at approximately $400. I told her we definately didn't want to do that and were ready to walk. She said she would talk to her manager. When she came back she said [redacted] said they would take half off the Protection plan so it would only be $200. We decided to move forward. She took me to the kiosk to fill out a new credit app (even though I already have an account with Ashley, that they couldn't find). As I am filling out the app [redacted] is standing over my shoulder all but clicking the next button. When the credit terms came up she told me to just click through, that the information wasn't important. According to her, it was the same as my past account (that doesn't exist). I have spent a lot of time keeping my credit healthy, I am not going to let someone pressure me into filling out a credit app, especially without knowing the terms. I completed the credit application and was approved at a $10,000 credit limit. We decided we wanted to go with a Tempur Pedic mattress, the Tempur-up Foundation, a king bed frame and 2 Tempur Pedic pillows. As [redacted] is writing up the paperwork she goes over everything and now the protection plan is $800+ and half off is $400. I told her that was not what was discussed. She then asked if we want to include the pillows and bed frame. I asked what happened to the $200. She adjusted the Protection Plan to match what we had previously discussed.

We spent close to half an hour picking out the right pillows. She gave us 2 new pillows in the bag to take home. I questioned what she was giving us because they didn't have the same fabric pattern as the ones we picked out. She kept referring back to the name on the shelf the pillow was laying on. At one point my husband switched the pillows to different shelves and asked her which pillow it was now. She stood by her guns stating they had recently changed the pattern on the pillows. The sample pillow was the old fabric pattern.

Finally up on checkout, it was explained to me, the discount for the Protection Plan couldn't be taken off the Protection Plan itself, they had to show it elsewhere. Having been worked at [redacted] selling protections plans, I understood this and allowed them to reflect the discount on the 2 pillows we were taking home. $6,700 later (that we were not paying for today per [redacted]) we completed the paperwork, received our delivery date for the mattress and left with our pillows.

Once we got home my husband pulled out the pillows and discovered they indeed where not the correct pillows. After further research, we discovered we had picked out a soft pillow called the Tempur Cloud Soft and Lofty (doesn't it sound nice?) and she sent us home with a firm pillow called the Symphony. The following day my husband went back up to Ashley and spoke with the [redacted]. He let us know that the pillow we picked out was discontinued and Ashley didn't carry them anymore. He said they would be receiving a completely new line of pillows from Tempur Pedic the following week. He let my husband know he would personally call him when they came in. The next week rolled around and no phone call. We went into the store and they still hadn't received the shipment. 3 weeks from the date of our purchase, on January 1st, 2015 (Happy New Year!) we went into the Ashley store. We asked for [redacted] or [redacted] met with us and I told him we wanted to go ahead and return the pillows. I also told him I wanted to make sure we received the full retail value plus tax as this is what was technically paid for the pillows, even though it wasn't reflected on our receipts. He went and discussed the situation with [redacted] who we originally did the purchase with and told me they would go ahead and refund us the full price. The refund was completed and we were told we were receiving a refund of $298.00. But wait a minute the pillows were $149.99 each plus tax is $320.98. The explaination I was provided from the woman completing the transacation was that we only paid $90.99 (remember these were discounted to make up for the discount on the protection plan we didn't want) for the pillows so we were lucky they were making up the differnce of the pillows at $149.99. Then [redacted] went on to tell me [redacted] only wanted to refund me the $90.99 and he was doing me a favor by refunding me $298.00. Upon asking, he then confirmed that I was responsible for the sales tax on a product I don't own.Desired Settlement: Not only do I feel disrespected for [redacted]'s lack of concern regarding my and my husband's privacy and my credit, she then lied about and sent us home with the wrong product when we repeatedly questioned it. Now I am being forced to pay sales tax on a product that I didn't purchase, while all along I'm being told I'm being done a "favor". As a result of my experience with [redacted], and [redacted] I am requesting a full refund for the pillows totaling $320.98, and a refund for the protection plan as well. Upon further research Tempur Pedic has a 10 year warranty, which was not discussed when we purchased the mattress.

Business

Response:

Hello,

Ashley furniture has been nothing but a nightmare for me.!!!!!!! They tried on 3 different occasions to deliver damaged furniture to my home. Also did damage to my home, and property in the process!! Have not received any compensation for repairs and this happened a couple months ago. The dept. that handles damages is not trustworthy and rude!! Worst buying experience in my 55 years of life!!!!!!!!!

Review: I purchased a dining room table and a server from Ashley Furniture HomeStore on 11/15/2014. The server I purchased "AS-IS" and I asked to have it delivered with my dining room table which was scheduled for 11/22/14. The server was inspected by myself, a family member and also the sales rep. I marked on the form where the item was damaged. Upon delivery of my items on the 22nd, I noticed that there were damages to both the table and the server. I pointed this out to the delivery man and he told me to contact the customer care team on the following Monday. When I contacted the customer care team that Monday morning, I was informed that I would have to provide them with proof of the damages. I stated to the rep that I have another delivery scheduled for Tuesday, 11/25/14 and I would like for the table to be on this shipment. The rep, Ashley, told me that I would have to provide photos and if I did so before 8 pm, she could get the tabletop on the Tuesday delivery. When I arrived home, I took the pictures and emailed them over to Ashley at [redacted]. When I called customer care to confirm, I spoke with [redacted] who reviewed the damages. She then informed me that I could not take delivery on the 25th and I would have to wait until the 26th for the table. As far as the server, they would have to send a tech out to inspect and then they would be able to determine the best route. I asked for a manager, [redacted], who was not able to take the call since they were "overwhelmed". I was told that I could exchange then told that this is not guaranteed. The mgr would have to approve. I was put on hold. Finally, after waiting for almost 15 more mins, I was told that they would deliver the items on that Wed 26th and she could not put it into the system until the morning. I asked [redacted] why she could not do it while we were on the phone and she stated to me that "she had other customers and it would require her to wait". I told her that I didn't mind holding while she waited on her system. On Tuesday 11/25, I called AFH to inquire about the delivery that was scheduled for this day and was told that they did not see one and then told me that I did not confirm with them. I stated to the rep that I did confirm and that I wanted to speak with a manager. The mgr, [redacted], told me that the previous rep changed the delivery so that the 2nd item (media console) that I ordered would be with the table top. I asked [redacted] why did the rep not inform me of this on Monday and I have now sat and waited for AFH for now a total of 3 days for 4 hours. I was beyond ticked off.

I received the delivery of the table top on the 26th. On the 29th, the tech stated that the server was damaged because it looked as though it was dropped or hit up against something hard. On Dec 1, I contacted Ashley in regards to the tech that came out on 11/29 to inspect the server. The CSR told me that it normally takes 48 hours for them to upload but she would see if they receiveDesired Settlement: I want the store to accept the furniture back and refund my credit card. I do not want the dining room table OR the server that they damaged. I do NOT want a store credit, an exchange or anything else this fly by night company has to offer.

I JUST WANT MY MONEY BACK!! I WILL NOT STEP FOOT IN ANOTHER AFH AGAIN!

Business

Response:

Hello,

Review: TV adds state clearly 25 % of EVERYTHING in the store - yet the store [redacted] stated temperpedict beds are not included

When I called the Corp. office in FL they stated they do not own the stores and refused to take responsibility for their nation wide add stating 25 % off everything in the store - saying the stores or independently owned. Fact: when you advertize you must honor what is said in the ad. Other wise you have deceived and thus Deceptive trade has then occurred. This is the case here. I was looking to buy a few rooms of furniture and was disappointment to discover the Deceptive trade tactics employed by Ashley Furniture and then the lack of Integrity by dodging the fact placing it on the independent stores when it is obviously a Corp. ad.Desired Settlement: Honor their ads and pay me the cost difference of their ad price and what I pay at another store

Business

Response:

Hello,

I have purchased several thousands of dollars worth of furniture from Ashley Furniture. Each and every piece of furniture has been faulty. Each and every time I attempt to file a warranty claim they manage to find something that doesn't allow me to do so. The most recent was a mattress in which I filed a claim due to indentions after 2 years of owning the mattress. The warranty says if the indentions are 3/4 inch or greater it will be replaced so I went through the process. Indentions were a full inch deep. I call to find out the status do to no call from them after the visit and I'm told because of a stain they won't warranty it. The most ridiculous thing I every heard. I told them I would clean the stain. They said no we already have pictures. What??? So I will never purchase from this company again and based on the reviews all over the web I can't believe I did to begin with nor can I believe they are still in business. They are used car salesmen for furniture.

The absolute worst experience I have ever had with buying anything! So disappointed and still have no furniture. Our orders - yes, two of them, were placed on 11/9/14 and today - 1/13/15 I still have no living room furniture and the issue with our mattress/base has not been resolved. Ashley didn't have a problem cashing or taking the cashier’s check for payment immediately. The people who have answers and can get things done never call back and make empty promises. No one has consistent information or can give us a true timeline. We get nothing but lies and delays - more of them every day. We ordered a mattress and adjustable base. They scheduled delivery for a Saturday, my husband took the day off of his commissioned job on the busiest day of the week. Only to have them never call back or show up. After multiple phone calls to the warehouse, customer service and the store, and a trip back to the store - we did end up with delivery around 6pm that day, only to get the wrong mattress! Ultra FIRM as opposed to the ultra PLUSH we ordered. Long story short, we ended up sleeping on what felt like a board for a full week before we ended up going into the store and taking a FLOOR MODEL just so we could alleviate the unbelievable back and neck pain my husband and I were experiencing by this time. Still, we do not have the updated invoice or information for this transaction. Though customer service calls at least once a week to deliver the mattress and base that they brought now 6 weeks ago. The wrong mattress by the way. Every time they call I ask for the status of our living room furniture. And every time they check I get a different ready or estimated date - I've been told every time that most pieces are in stock, but one or two were not in yet. I've been given no less than 6 different estimated delivery dates. Then on 1/6 I received another call to schedule delivery of our wrong mattress - when I asked them to check on our sectional again, and the lady said well it is all ready to be scheduled - let's schedule for 1/13/15. Skeptically, I agreed. I received an automated confirmation call on 1/9/15 confirming delivery for 1/13 at 1230. Then it came. The call on 1/12 to let me know that they would be delivering everything except for the end piece with the left arm. This is a sectional! I do not want part of it, it does me no good. Yet another trip to the store... for the manager to assure us that it will be unloaded and it will arrive with the rest of the pieces. That he will confirm this and then call us first thing in the morning, prior to delivery. So here we are - still waiting, not really expecting a phone call at 10am. I am so over this - and now just thinking that every time I look at this furniture I am going to think about nothing but all the headache it has been to get it. I am disgusted and feel like I have been taken advantage of in the worst way. We were promised that these pieces were made to order - all at the same time so they would be made from the same leather and stitching, etc - clearly a lie. We were told our delivery should be around 12/8 "but we will put 12/23 on the paperwork just to be safe and make sure you get it before Christmas". We were told so many things - all lies. Spent several thousand dollars. For nothing. And still no furniture.